Job summary* Taurus Healthcare are advertising this position on behalf of Belmont Medical Centre*Belmont Medical Centre are recruiting for a patient services advisor to join our friendly and busy practice team. Hours will range between 7.45 am & 6.45pm, Mon-Fri. Flexibility will be required to cover additional hours as necessary.You should have previous customer service experience and excellent IT skills. Knowledge of Primary Care (or health organisations) and its IT systems (EMISweb/Docman) would be an advantage but full training is available. You will need good time management and organisation skills and be able to prioritise your workload, along with an understanding of, and commitment to, patient confidentiality. You should have the ability to use your own initiative but also be team orientated, with a flexible approach to your workload.Good written and oral communication skills are essential, along with a good sense of humour. You will be part of a friendly, enthusiastic team, which offers learning and development support at all times.Only short listed applicants will be notified. Informal enquiries are welcome. Please contact Laura Witherall, Deputy Practice Manager, Tel: 01432 354366 or email administration.belmont@nhs.net*Interviews are expected to take place on Thursday 11th July 2024*Main duties of the jobThis busy post provides reception and administrative support to patients and the primary care team. You will be the first point of contact so it will be important to show high standards, to be courteous, friendly and helpful at all times. You will be responsible for full patient services duties, managing patient requests face to face, by telephone and electronically, signposting patients to other health services where appropriate. This will include managing the appointment booking system, accepting prescription requests and dealing with any other correspondence and enquiries in and out of the practice appropriateAbout usBelmont Medical Centre is situated just off the main A465 Abergavenny Road, in Eastholme Ave, Belmont. Our doctors, nurses and all other staff are dedicated to offering a professional healthcare service to approximately 8,900 patients. The team includes doctors, advanced nurse practitioners, nurses, healthcare assistant, physiotherapists and midwife, all supported by the reception and admin teams. As a member of the WBC Primary Care Network, We work closely with Cantilupe Surgery and Wargrave House Surgery offering additional patient services including medicines management, social prescribing and health and well-being support.Taurus Healthcare Ltd is advertising this position on behalf of Belmont Medical Centre. This means that Belmont Medical Centre is the employing organisation and will make the final decision on appointing candidates.Taurus Healthcare Ltd, on behalf of Medical Medical Centre, will collate all relevant information for the purpose of the recruitment and pre-employment check process.This information will then be securely transferred to Belmont Medical Centre.Job descriptionJob responsibilitiesAIMS OF THE POSTTo show high standards as a Patient Services Advisor. To be courteous, friendly, helpful and professional at all times to the patients. To present an efficient service to the patients both face to face and on the telephone. To maintain a smooth running reception area by undertaking your tasks promptly and efficiently.You are the most important member of staff - you are the first point of contact - it is up to you to sell your surgery to the patients.In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. Maintenance of the highest level of patient, surgery and staff confidentiality is essential at all times.MAJOR DUTIES AND RESPONSIBILITIES OF THE POSTReception Duties1. To receive requests (verbal and electronic) for appointments and services efficiently using practice systems and external support services. Signposting patients to other more suitable services as appropriate.2. Monitor flow of patients into consulting rooms and treatment rooms.3. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are completed.4. Advise patients of relevant charges for private services; accept payment and issue receipts for the same.5. Respond to all queries and requests from patients and other visitors.6. Enter requests for home visits into the computerised appointment book and include any relevant information and refer to the Duty Team.7. Accept requests for prescriptions in person, via email and text services, making sure you record the details accurately and inform the patient of the processing and collection procedure.8. Contact patients and external agencies as requested by members of the Primary HealthCare Team.9. Action requests for ambulance transportation for eligible patients.10. Ensure waiting areas are kept neat and tidy at all times.11. Gathering and recording of health information data as set by NHS contracts.12. Be flexible and adaptable within the role of patient services advisor to encompass all aspects of the position.13. To provide cover for members of the patient services team during periods of sickness and annual leave changing shifts where necessary.14. To be willing to undertake any training as determined by the Practice Management Team.Management of Appointment System1. Ensure total familiarity with all appointment systems in effect including regular and incidental variations.2. Book appointments ensuring sufficient information is recorded to retrieve medical records and prepare any relevant paperwork if necessary.3. Monitor effectiveness of the system and report any problems or variations required.Management of Medical Records1. Ensure that all records are accurately assembled in advance for consulting sessions if required. Prepare test request forms as necessary. Ensure that the record is available for the Doctor in the instances of urgent consultation. Ensure the paper records and/or computer print outs are available for the Doctor for home visiting.2. Retrieve and refile records as required, ensuring that strict alphabetical order is adhered to.3. Ensure correspondence, reports, etc; are filed in correct order.4. Ensure records are kept neat and tidy and in good repair with all necessary information recorded correctly on the outer cover.Preparation of Consulting Rooms1. Ensure the consulting rooms are prepared in readiness for each consulting session, checking full range of forms and requirements and re-stocking as required.2. Ensure that the consulting rooms are checked at the end of each consulting session and left tidy and secure.Operation of Telephone System1. Receive and make calls as required. Divert calls and take messages as required.Ensure all messages are directed efficiently to the correct/most appropriate person.2. Ensure the system is operational at the beginning of each day and switched over to answerphone at the end of each day.Start and End of Day Procedures1. Open premises at the start of day, set alarm to day function and make all necessary preparations to receive patients.2. Secure premises at the end of day, ensure the building is totally secured, internal lights off and alarm activated.Any other delegated duties considered appropriate to the post.Special Requirements of the Post1. An understanding, acceptance and adherence to the need for strict confidentiality.2. An ability to use own judgement, resourcefulness, common sense and local knowledge to respond to patients' enquiries and requests.3. Excellent communication skills.4. Good IT skills willing to undertake any additional training as the role indicates.This list is not exhaustive but a guide to the work involved and may be subject to change as deemed necessary.Equality and Diversity:The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.Health & Safety:The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:Using personal security systems within the workplace according to practice guidelines.Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.Making effective use of training to update knowledge and skills.Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.Reporting potential risks identified.Quality:The post-holder will strive to maintain quality within the practice, and will:Alert other team members to issues of quality and riskAssess own performance and take accountability for own actions, either directly or under supervision.Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.Work effectively with individuals in other agencies to meet patients needs.Effectively manage own time, workload and resources.Communication:The post-holder should recognize the importance of effective communication within the team and will strive to:Communicate effectively with other team members.Communicate effectively with patients and carers.Recognize peoples needs for alternative methods of communication and respond accordingly.Recognize peoples needs for alternative methods of communication and respond accordingly.* A full Job Description and Person Specification is attached to this advert*Person SpecificationOtherEssentialFlexibility of working hours, able to work at the desired times.DesirableExperience of Primary Care.Knowledge and skillsEssentialExcellent communication skills.Excellent IT and keyboard skills.Ability to work without direct supervision and determine own workload priorities.ExperienceEssentialExperience of dealing with the public and patients.Experience of working with computer packages.DesirableExperience of EMIS clinical system.Experience of working in a GP practice or other primary care environment.Experience of working in a public reception environment.Experience of telephone switchboard operation.QualificationsEssentialA good standard of general education, including:English and Maths at GCSE level or equivalent.A demonstrable commitment to professional development.Qualities & AttributesEssentialAn understanding, acceptance and adherence to the need for strict confidentiality.Ability to use own judgement, resourcefulness and common sense.Ability to work as part of an integrated multi-skilled team.Pleasant and articulate.Able to work under pressure.Able to work in a changing environment.Able to use own initiative.DesirableLeadership and management.Disclosure and Barring Service CheckThis post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.Employer detailsEmployer nameTaurus Healthcare LimitedAddressSuite 1, Berrows Business CentreBath StreetHerefordHerefordshireHR1 2HEEmployer's websitehttps://www.herefordshiregeneralpractice.co.uk (Opens in a new tab)